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Client Experience Lead

2 weeks ago

Christchurch, Canterbury, New Zealand Psicon Ltd Full time

About UsPsicon is a specialist neurodevelopmental service working collaboratively with various NHS trusts to provide autism and ADHD assessments.
We are an independent organisation, but most of our work is for the NHS, whom we are proud to support.
Psicon is committed to offering the best psychological support and healthcare available.
We take an innovative approach to the delivery of our services and ensure that they are of the highest standards in the industry.Psicon is seeking a Client Experience Lead who will play a crucial role in enhancing our services by leading investigations into complaints and concerns, managing client feedback, and driving improvements in client experience.
This role is integral to ensuring that clients' voices are heard, their needs are met, and that we continuously strive to deliver exceptional care.About The RoleAs the Client Experience Lead, you will manage and investigate complaints, ensuring all aspects are addressed thoroughly and sensitively.
You'll work across multiple professional disciplines, building strong relationships with service managers, clinical leads, and support teams, ensuring that the client's perspective is always represented.
Your skills in root cause analysis will be key to identifying areas for improvement and implementing effective solutions.Principle duties and responsibilities will include but are not limited to:Lead investigations into complaints and concerns, ensuring timely resolution and a client-centred approach.Manage effective stakeholder communication across clinical, operational, and support teams.Use root cause analysis to uncover underlying issues and implement strategic solutions.Collect, analyse, and act upon client feedback to drive improvements in service delivery.Track and measure the success of client experience strategies, making data-driven decisions for continuous improvement.What We're Looking ForExtensive experience in complaint management and investigations, including the ability to manage complex cases and collaborate across disciplines.Proven skills in root cause analysis, with a strong focus on delivering sustainable improvements.Exceptional communication skills, with the ability to manage sensitive situations and advocate for the client's experience.A passion for improving client care and driving positive change within a client-centred framework.Working at PsiconWe value our employees as an integral part of our service delivery and believe in recruiting and investing in the best employees.
We pride ourselves in providing our employees with the opportunities and resources to achieve their potential.
We are keen to provide a vibrant, fun yet challenging working environment for our team who share in our core values of trust, integrity, commitment and kindness and work collaboratively to achieve our company goals of:The best possible customer service.The most efficient and effective clinical work.A thriving and engaged workforce.A truly inclusive organisation.Benefits IncludeEnhanced annual leave of 32 days a year (inclusive of bank holidays).Flexible annual leave scheme providing the ability to buy or sell back additional days.Well-being days.Pension scheme (with the option of enhancing via salary sacrifice).Cycle to work scheme.Birthday lie in.Free breakfast, including 'pastry Mondays'.Funded social events.Staff well-being bursary scheme.Additional Information / Contacting UsFor further information please email ****** or call the Psicon Recruitment Team on 01227 202155 for more information.Should you wish to discuss any reasonable adjustments or assistance you might need in the application or interview process, please contact our Recruitment Team and we will do our best to support you.Please note, Psicon operate a 'safer recruitment' policy and will require candidates to undergo full referencing (covering a 3-year period), an enhanced DBS check, provide evidence of up-to-date mandatory training, and the right to live and work in the UK.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionOtherIndustriesMental Health Care
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